HEALTH / SERVICE EXPERIENCE
Designing a service people can navigate
A sample service-design story about making a complex care journey easier for people and the teams supporting them.
Information was available at each touchpoint, but people still had to join it together themselves. The opportunity was to design continuity across the journey rather than improve each channel in isolation.
The question: what happens between touchpoints?
This illustrative brief focuses on uncertainty during handoffs: preparing for a visit, understanding the next action and finding the right support afterwards. It avoids clinical claims and concentrates on the experience of accessing a service.
The approach: connect the visible and invisible work
A journey model records the questions a person brings to each stage. A service blueprint then connects those moments with responsibilities, information and operational dependencies behind the scenes.
The handover: a more coherent service model
The sample outputs include a journey map, a set of service principles and a prototype handoff guide. Each can be tested in a representative scenario before investment in larger delivery changes.
Illustrative case study. No client relationship or measured results are claimed.
All selected work ↗
AN OPEN DOOR
Bring the difficult question.
Start with the decision you need to make. We can use the first conversation to find a useful place to begin.
Start a conversation ↗